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Migration from Jira Server to Cloud: broken user

Hi all.

We try to import our backup from Jira Server to Jira Cloud which works almost good. The only thing that doesn't work is that one of our two users doesn't get imported correctly.

Therefore the association of projects and issus to that user get lost. Instead of the user name we only see "User" as issus reporter and project owner.

We tried different ways to import our backup. Merge users, override users. Nothing works.

Does anybody has an idea what could cause this problem?




1 answer

Hello Marco,


My name is Daniel, I'm a support engineer of the migration team.


There might be a myriad of circumstances that can occur and result in the problem you mention, one of the main would be the following bug:

- MIG-93 - User created with admin username when an instance is subscribed

When a customer creates a Cloud site, it will create its account with the username "Admin" which may differ from the account on the server, and this can cause sync problems since Jira relies on the username to properly match the content with the user.

Another problem we have seen in the migration process for Jira is that some times users might have two accounts with the same email, I think that might not be your case since the import gets completed, but it would be good to check this beforehand.

One thing to watch out is if you use external directories to manage Jira users, they will probably not get migrated, so you need to migrate them to your Jira internal directory

- JRACLOUD-71339 - When the users are managed by an external directory in Jira Server, when migrating to Cloud the users aren't migrated.

However, depending on your set up this might not be doable, in this case, our recommendation is to open a support ticket - select Migration Support and send over to support two CSV files containing the users and groups, this will allow support to import the users with the correct username, making sure this way that the content will get correctly mapped when import.

For Users:

\copy (SELECT email_address AS "email", user_name AS "username", display_name AS "displayname" FROM cwd_user) to '/tmp/users.csv' csv header;

For Groups:

\copy (SELECT DISTINCT parent_name AS "groupname", child_name AS "username" FROM cwd_membership) to '/tmp/memberships.csv' csv header;

This is covered in the following documentation, and the queries should be there too.


We understand this is far from a good customer experience, but we are working on this app that will allow our customers to migrate all of their content from Server to Cloud without all this hassle.

We are still cooking up the app in its final details we should have a production version soon.


I hope this helps, and if you could, please log a ticket with our support to help you during your migration.


Thanks for raising this question in our Community this should help other customers in the same situation as you are.


Best Regards,

*Daniel Brito*
Atlassian | Cloud Support

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